Automation Workflows allow you to build step-by-step automated processes that initiate actions when specific conditions are met. Whether you want to automatically send follow-up emails, create tasks for your team, or integrate with external systems via webhooks, this feature helps you work smarter by reducing manual effort and ensuring consistent follow-up across all your customer interactions.
Prerequisites
CRM Admin rights are required to create and manage Automation Workflows
Email templates must be created before they can be used in Send Email actions
How do I create a new workflow?
Step 1: Navigate to Automation Workflows
From your CRM, go to "Settings" in the left-hand navigation menu, then select "Automations". This opens the workflow management area where you can view all existing workflows or create new ones.
If you haven't created any workflows yet, you'll see an empty state with a prompt to get started.
Step 2: Create Workflow
Click the "+ Add Workflow" button in the top right corner of the screen.
Step 3: Select a trigger type
You'll be presented with a selection screen where you choose what event will trigger your workflow. Select from the available trigger types (covered in detail below), then click "Next".
Step 4: Name your workflow
Enter a descriptive name for your workflow that helps you identify its purpose. For example: "New Lead Follow-up Sequence" or "Quote Chase - Premium Products". Click "Create" to proceed.
Your new workflow will open in the full-screen editor, ready for you to add actions.
What triggers are available?
Triggers determine when your workflow starts running. The trigger appears as the first card in your workflow diagram and cannot be deleted or changed once the workflow is created.
1. Record Created
This trigger runs automatically whenever a new record of a selected type is created in your CRM. You can configure Record Created triggers for:
Problems – Trigger when a new problem is logged.
Opportunities – Trigger when a new opportunity is created.
2. Record Closed
This trigger runs automatically when a record with an associated pipeline reaches its final stage and is marked as closed. You can configure Record Closed triggers for:
Problems – Trigger when a problem is moved to its final pipeline stage and closed.
Opportunities – Trigger when an opportunity is moved to its final pipeline stage and closed.
3. Quote Chase
The Quote Chase trigger is designed for automated follow-up sequences on Quotes. When configuring this trigger, you'll see a multi-select dropdown where you can choose which document templates should initiate this workflow. The dropdown displays either the specific template name or "(X Selected Templates)" when multiple templates are chosen.
If you'd like to suggest additional triggers, please share your ideas via our Feedback Portal. This feature has just been released, and we look forward to your feedback as we continue to expand and improve it.
How do I filter which records trigger my workflow?
You may not want every new record to trigger your workflow. For example, you might only want to send automated emails to opportunities from a specific region or above a certain value.
Step 1: Click "Filter Record"
On your trigger card, you'll see a hyperlink labelled "Filter Record". Click this link to open the filter configuration modal.
Step 2: Configure your filters
The filter modal uses the same powerful filtering interface you're familiar with from CRM Reports. You can add multiple filter conditions to narrow down exactly which records should trigger the automation.
Note: The modal only displays a preview of records that exist in the CRM at the time you configure the filters. If new records are created later that match those filters, the automation workflow will still trigger for them. The current list is simply to help you confirm that your filters are configured correctly.
Step 3: Save your filters
Once satisfied with your filter configuration, save your changes. Only records matching these criteria will trigger the workflow going forward.
How do I configure my workflow?
Once created, your workflow opens in a full-screen view with three tabs:
Workflow – This is where you build and visualise your workflow as an easy-to-understand flowchart. Each step appears as a card connected in sequence.
Versions – This tab stores every version of your workflow over time. You can review important timestamps and compare notes. It helps you track progress and maintain control as your workflow evolves.
Run History – This tab shows a chronological record of every time your workflow has been executed. Each run includes details such as the status, timestamps, and any outputs or errors. It’s useful for troubleshooting, auditing, and understanding how your workflow behaves in real scenarios.
The Workflow tab is where you'll spend most of your time configuring the workflow logic.
What actions can I add to my workflow?
Actions are the steps your workflow performs after the trigger fires. You can add multiple actions in sequence, and each one executes in order.
To add an action, click the "+" button that appears below the existing cards in your workflow diagram.
Available Actions
Send Email – Automatically send an email to the customer or a specified recipient using one of your pre-configured email templates. Select the template from a dropdown directly on the card.
Create Task – Generate a task and assign it to a team member. You can specify the task name, assignee, description, and due date directly on the card and in the configuration settings.
Add Tag – Automatically add a tag to the record, helping you categorise and track records that have passed through your workflow.
Remove Tag – Remove a specified tag from the record, useful for updating record status as it progresses through different workflows.
Fire Webhook – Send data to an external system by triggering a webhook URL. This enables integration with third-party applications and custom systems.
Delay – Add a waiting period before the next action executes. This is essential for spacing out communications (e.g., sending a follow-up email 3 days after the initial contact).
How do I configure each action step?
Each action card displays key configuration options directly on the card itself, with additional settings available via the configuration panel.
When configuring actions, you can use the button on the right to insert dynamic information from the record the workflow is running on.
Configuring Send Email
The Send Email card displays a dropdown where you select your email template. Simply choose the appropriate template, and the workflow will send that email when this step executes.
Note: Make sure the template you want to use has been created before adding it to your workflow.
Configuring Create Task
The Create Task card shows the following fields directly on the card:
Assignee – Select the user who will receive the task
Task Name – Enter the name/title for the task
Click the cog icon on the card to access additional settings:
Description – Add detailed information about what the task involves
Due Date – Configure when the task is due using one of three options:
Fixed Date – Select a specific calendar date
Dynamic Date – Set a number of days after the task is created (e.g., "5 days from now")
Select from Record – Pull the due date from a date field on the triggering record
Configuring Add Tag / Remove Tag
Select the tag you want to add or remove from the dropdown on the card.
Configuring Fire Webhook
Enter the webhook URL that should receive the data. The workflow will POST relevant record data to this endpoint when the step executes.
Configuring Delay
The Delay card shows two fields directly on the card:
Days – Enter the number of days to wait
Hours – Enter the number of hours to wait
These values are combined to create the total delay. For example, setting 2 days and 4 hours means the next step will execute 52 hours after the current step completes.
Removing an Action
To remove an action from your workflow, hover over the card and click the delete icon that appears. Note that you cannot delete the trigger card.
How do I test my workflow?
Before enabling your workflow for live use, you can test it to verify that all steps work as expected.
Step 1: Click the test button
At the top of the workflow editor, click the "Test Workflow" button.
Step 2: Select a test record
A dialog will appear asking you to select a specific record to test against. Choose a record of the appropriate type (e.g., if your trigger is "Opportunity Created", select an existing Opportunity).
Step 3: Review test execution
The test runs all workflow steps immediately, bypassing any configured delays. This allows you to quickly verify the entire workflow logic without waiting.
Note: During testing, any emails generated by the workflow are sent only to you (the person running the test), not to actual customers. This ensures you can safely test email-based workflows without accidentally contacting real customers.
Step 4: Check results
After the test completes, review the results to confirm each step executed successfully. If any steps fail, you'll see error details explaining what went wrong.
How do I enable my workflow?
Workflows use a publish/draft model to give you control over when changes go live.
Publishing a New Workflow
When you've finished configuring your workflow and testing it:
Click the "Publish Workflow" button
Enter an optional comment (defaults to "Version Updated") to help you track changes later
You'll be prompted: "Enable Workflow after publishing?"
Keep this option enabled to ensure the workflow is active and ready to process newly created records.
Clear this option to publish the workflow without enabling it. This is useful if you plan to activate it later.
Click Confirm to publish it.
Note: A workflow must be published before it can be enabled. Draft workflows cannot be turned on.
How do I check run history?
The Run History feature allows you to monitor all workflow executions and troubleshoot any issues.
Viewing Run History for a Workflow
Open the workflow you want to review
Navigate to the Run History tab
You'll see a table listing all workflow runs, including:
The record that triggered the workflow
The date and time of execution
Success or failure status
Details of any errors that occurred
Viewing Workflow History for a Specific Record
You can also see which workflows have run for a specific record:
Navigate to the record
Click on the "Automation History" tab
View all workflow activity for that specific record
How do I retry a failed run?
If a workflow run fails (for example, because a required field wasn't populated), you can retry it after fixing the underlying issue.
Step 1: Identify the failed run
In the Run History, look for runs with a failure indicator. Click on the failed run to see the error details.
Step 2: Fix the underlying issue
Based on the error message, address the problem. For example, if a "Create Task" step failed because no assignee was specified on the record, update the record to include that information.
Step 3: Click Retry
Click the Retry button on the failed run. The workflow will re-attempt execution from the point of failure, rather than restarting from the beginning.
How do I edit an existing workflow?
Editing a Published Workflow
When editing a published workflow, we recommend making your updates in a draft version so the live workflow remains unchanged until you publish the updates.
Open the workflow you want to edit
Click the "Edit Workflow" button
Make your changes in the draft version
When ready, click "Publish Workflow" to make your changes live
Discarding Changes
If you decide you don't want to keep your changes:
Click the "Discard Changes" button
The workflow will be restored to the version that existed prior to your edits
How do I view version history?
Publishing a workflow automatically creates a new version. You can view recent versions in a tile on the report builder screen, or open the dedicated Versions tab to see the full publication history.
Step 1: Open the workflow
Navigate to the workflow you want to review.
Step 2: Access Version History
Click on the "Versions" tab to open the version history page.
Step 3: Review past versions
You'll see a list of all published versions with:
Version number
Status
Active Runs
Publish comment (if provided)
This helps you track changes over time and understand when specific modifications were made.
What decisions are needed for in-flight runs?
When you have workflows that are actively running (processing records), certain actions require you to make decisions about those in-progress executions.
When Publishing Updates
If there are workflow runs currently in progress when you publish a new version, you'll be prompted:
"Do you want to upgrade all running instances to the latest version?"
Yes (default) – All currently running workflows will switch to using the new version for their remaining steps
No – Running workflows will complete using the version they started with
Note: Choose "Yes" if your changes fix bugs or improve the workflow. Choose "No" if you want to ensure running workflows complete with consistent behaviour.
When Disabling a Workflow
If you disable a workflow while there are runs in progress, you'll be prompted:
"Do you want to cancel all running instances?"
No (default) – Running workflows will complete their remaining steps before stopping
Yes – All in-progress workflow runs will be immediately cancelled
Note: In most cases, you'll want to let running workflows complete. Only cancel them if there's an urgent need to stop all activity immediately.